Enhance your cloud experience with fast response times and exclusive services from our experts.
Enjoy peace of mind with our 24/7 support. Get assistance from the Scaleway support team however you prefer–by hotline or online ticketing. We guarantee our premium members a response in as little as 15 minutes, and up to one hour.
Our team of Support Experts, Technical Account Managers, and Solutions Architects is ready to assist you with any technical issue you may have. Our goal is to ensure your infrastructure is always up and running.
No lock-in or year-long contract at Scaleway: We’re the cloud of choice. You can change your support plan whenever you want, in one click on our console. Even if it’s in the middle of your billing cycle.
Included
For developers and non-mission critical projects.
Enjoy 24/7 unlimited support via tickets.
For startups and SMEs.
Accelerate your cloud journey with guaranteed response times of less than one hour and hotline access.
For fast-growing startups, mission-critical infrastructure, and enterprise.
Ensure a best-in-class cloud experience with a guaranteed response time of less than 30 minutes and the dedicated assistance of our Technical Account Managers and Solutions Architects.
For companies running multiple mission-critical projects.
Benefit from a bespoke support plan that will empower your business to succeed.
Custom onboarding ensures our teams have a complete understanding of your business needs from the start. During the onboarding, our Technical Account Manager will present our support services and dig into the details of your business so we can anticipate the technical challenges you may encounter.
Architecture reviews assess and optimize the reliability and the performance of your architecture and processes. During the review, our Solutions Architect team will ensure our best practices in safety and automation have been implemented to improve your cloud experience.
During the quarterly technical review, the technical account manager analyzes reported issues and identifies potential adjustments for the future. Product teams may also attend quarterly technical reviews to record your feedback and potentially take it into account when developing the Scaleway product roadmap.
| BASIC | SILVER | GOLD | PLATINUM | |
|---|---|---|---|---|
| Guaranteed Response Time | - | 1 hour | 30 min | 15 min |
| Ticket | ✓ 24/7 | ✓ 24/7 | ✓ 24/7 | Customized support plan adapted to your needs |
| Hotline | - | ✓ Mon-Fri 9AM - 6PM | ✓ 24/7 | |
| Dedicated Premium Support Team | - | ✓ | ✓ | ✓ |
| Technical Account Manager | - | - | ✓ | ✓ |
| Custom onboarding | - | - | ✓ | ✓ |
| On-demand architecture review | - | - | ✓ | ✓ |
| Quarterly Technical Review | - | - | ✓ | ✓ |
| Pricing | Free | 59€/month excl. tax | 499€/month excl. tax OR 3% net spend* *higher figure applies | Contact us |
Our customer excellence team can assist you in English and French
You can check your support plan on the support plan page within the Scaleway console. The free Basic support plan is included for all Scaleway Elements customers automatically.
You can change your support plan on the support plan page via the Scaleway console.
You will be billed on a pro rata basis. For example, if you switch from the Silver plan to the Gold plan on the 20th of the month, you will be billed from the first to the 19th for the Silver plan. Starting from the 20th until the end of the month, you will be charged for the Gold plan.
For the Gold plan, we will charge you whichever is greater, either €499 (excluding taxes) or 3% of your net spend. For example:
